• Advocates for improving the quality of life for persons receiving long-term care services.
• Resolves complaints against long-term care providers through counseling, negotiation and investigation.
• Provides information about long-term care providers to help consumers make an informed decision.
• Educates the community about long-term care issues.
• Visits residents of long-term care facilities on a weekly basis through our volunteer program.
• Trains long-term care staff.
• Consults with providers.

1. For individuals/families searching for a nursing facility or an assisted living facility:
  •  Information about facilities and services available.
  •  Virginia Department of Health and Virginia Department of Social Services license inspection report.
  •  Questions to ask and features to look for during the search.

2. For individuals receiving care in a nursing facility or assisted living facility:
  •  Telephone counseling about how to best handle a concern;
  •  Negotiation to resolve a dispute;
  •  Formal complaint investigation aimed at achieving a resolution;
  •  Visits and/or assistance from a volunteer ombudsman, if available.

3. In order to meet consumers' needs, the Northern Virginia Long-Term Care Ombudsman Program staff provides information to people who call our intake line (703-324-5861, TTY 711) during regular business hours (Monday through Friday from 8 a.m.–4:30 p.m.).

• Anonymous complaints are accepted.
• A signed or verbal added waiver of right to confidentiality is required in cases where names will be used.
• Complaint investigation written reports are kept confidential and are not subject to the Freedom of Information Act.
• We will address the complaints of just one resident or problems affecting numerous residents.
• We will address a wide variety of complaint issues, unlike Adult Protective Services, whose primary focus is abuse, neglect, or exploitation; and for one specific individual only.

• Ombudsmen are available to make presentations to community groups, to resident councils and family councils, and to conduct in-services for the staff of facilities. Frequently requested topics include residents' rights, dignity and respect, effective communication techniques, and the Ombudsman Program's services.
• Providers are welcome to call the program staff for confidential consultation regarding residents' rights concerns/issues.